Tier 2 Escalation Specialist - Remote

Overview

Smartsheet is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical cases from the Support team and working directly with customers to resolve their cases.

In Short

• Handle escalated cases from the Support team with urgency and ownership.
• Support customers via email, chat, and phone.
• Thoroughly understand, reproduce, document, and solve technical issues.
• Identify opportunities for improvement to the Smartsheet application.
• Work closely with colleagues to resolve complex customer issues.
• Assist in investigations of service impacting events.
• Help build and maintain technical and process documentation.

Requirements

• 2+ years support experience, preferably in an escalations capacity.
• Ability to work independently or collaboratively in a fast-paced environment.
• Comfort using cloud applications.
• General understanding of HTML, CSS, and programming languages.
• Strong problem-solving skills.
• Excellent interpersonal and communication skills.
• Superior technical troubleshooting skills.
• Experience with ticketing/CRM tools.
• Willingness to engage on complex matters.

Benefits

• Fully paid Health & Life insurance for employees and family.
• Monthly stipend to support work and productivity.
• 12 days paid Vacation + Flexible Time Away Program.
• 20 weeks fully paid Maternity Leave.
• 12 weeks fully paid Paternity/Adoption Leave.
• Personal paid Volunteer Day.
• Opportunities for professional growth and development.
• Company Funded Perks including counseling membership.
• Teleworking options from any registered location in Costa Rica.